Desktop Support Technician - 6-Month Contract at Prescient

Purpose of role:

• The IT Desktop Support Technician is responsible for supporting and maintaining Prescient’s computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal workstation performance. The technician provides both remote and onsite support to resolve end-user issues and maintain overall IT infrastructure health.

Duties and responsibilities:

• Troubleshoot and resolve hardware, software, and network issues for end-users, both remotely and in person.
• Install, configure, test, and maintain desktop computers, peripheral equipment (monitors, keyboards, printers, etc.), and software.
• Perform routine inspections, maintenance, and upgrades of IT equipment and systems.
• Train staff on computer literacy, IT procedures, and best practices.
• Maintain accurate records of technical issues, solutions, and equipment inventory.
• Collaborate with IT team members to ensure efficient operation of the desktop computing environment.
• Provide advice on hardware and software purchases and upgrades.
• Responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.
• To install and diagnose operating systems like Microsoft Windows and Apple Mac.
• Take ownership of issues by analysing problems and implementing effective temporary or permanent solutions to restore service to customers as quickly as possible, escalating incidents to other support teams when required.
• Accurately record, update and document requests using the IT service desk system.
• Resolve printer, copier, and scanner related issues.
• Demonstrate strong verbal communication skills, effectively engaging with both technical and non-technical colleagues across all levels of the organisation.
• Create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests.
• Maintain and resolve issues on VoIP telephone, Biometric, Video systems and other computing equipment.

Required experience:

• 2–4 years of relevant experience in Desktop or Technical support roles.
• Excellent understanding of Microsoft Windows 11.
• Good working knowledge of the Microsoft Office 365 suite of products.
• Familiarity with remote support tools.
• Strong understanding of current protocols, operating systems, and IT standards.

Required Qualifications:

• Matric as a minimum.
• Certifications such as CompTIA A+, N+, or Microsoft Certified Professional (MCP) are advantageous.
• Microsoft Azure Fundamentals Cloud certification advantages.

Key competencies:

• Excellent problem-solving and analytical skills.
• Strong customer service orientation and communication abilities.
• Ability to prioritize tasks and manage time effectively.
• Detail-oriented, organized, and able to document technical processes clearly.
• Capable of working independently and as part of a team.
• Willingness to stay updated with the latest technology trends and IT best practices.
• Integrity and discretion.
• Able to take initiative and ownership.
• A positive team player.
• Highly methodical and follows tasks through to completion.